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Connexions Loyalty

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We all make mistakes, and while most people believe that everyone deserves a second chance, financial institutions often find that a single foul-up can result in a lost customer. So how can your organization fight that response? We set out to answer that question, and, in particular, the role compensation plays in customer recovery.

In more exciting news, Connexions’ parent company, Affinion Group, has acquired of one of its top technology partners, Tavisca Solutions, a leading provider of innovative technology to the travel industry.

Last year, we announced the opening of our new customer service center in Tulsa, OK and unveiled a plan to add nearly 300 new employees to our rapidly-expanding team of travel industry professionals in 2018.

In our “Making Connexions” blog series, you’ll get to know the people who make up our team. This Q&A-style series will highlight some of our newest employees and help you understand more about their role, their expertise and what gets them excited for each day.

Loyalty program managers are often tasked with pulling together results decks and creating compelling charts and graphs to show off the health of their program. When done correctly, these reports can help tell the story of your work and provide insight into how to set your program up for success.

When loyalty program managers open their emails at 8 a.m., some may watch their inbox load through cautiously squinting eyes, hoping they don’t see the dreaded “high importance” exclamation point from someone on the social media team. According to Tracx, a social media monitoring service, there are more than 2.8 billion social media users worldwide – and that means, there are 2.8 billion people with their own personal broadcast channel in both good times and bad.

There are a variety of metrics organizations use to determine how their loyalty programs are running. Some program managers may look at industry report cards, others evaluate reward consumption or purchases made following a service remediation. If your organization is looking to revisit its customer service remediation program, arm yourself with insights that may help your program be more effective.

Let’s face it, no matter how hard organizations try to prevent it, at some point even your best customers are likely to experience less-than-perfect customer service. While there should be considerable focus on constantly improving customer service, determining how to best atone for those missteps also deserves your attention. Ask yourself, what’s the best way to compensate customers at that critical time when they – and your brand – need it the most?

Who doesn’t love an arsenal of information at their fingertips? Over the years, Connexions Loyalty has generated a plethora of information – everything from understanding consumers’ preferences to helping brands combat the growing threat of loyalty fraud.

As experts in customer loyalty for more than 30 years, Connexions Loyalty helps organizations motivate, reward and retain their customers, employees and partners. The world’s top brands turn to us for loyalty management, consumer rewards, rewards fulfillment and card benefits. Our loyalty programs are available to more than 200 million people in North America, South America, Africa and Asia. Connexions Loyalty, an Affinion Group company, employs 800 talented team members with offices in the United States, Brazil and Singapore.